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Eskind Library Student Training: Working with Users

We are all here to help!

As a library employee, you should be prepared to assist any library users you may encounter, whether your primary job is to work a service desk, shelve, or do computer work in an office.

Our primary responsibility is to our users. We are here to provide them with the best customer service possible and to assist them to the best of our ability.  Creating a welcoming environment facilitates our ability to help users. You, as a library employee, are part of that environment, and how you present yourself through your body language and how you address users will have an impact on the success of your interactions with patrons. 

 

Service Desk Guidelines

If you are working at a Service desk, there are special guidelines that need to be followed. You are the "face" of the library, representing the public, and you must project a professional, welcoming image.

  1. NO EATING at the Service Desk.  You all are purposely paired with a staff member, another student, or a guard. If you need to take a break, inform your partner and eat in the lobby area or the staff lounge in the basement.   
  2. No headphones OR ear buds are allowed while working at the Service Desk. You need to remain alert and available to speak with library users. 
  3. Cell phone, laptop, Book bags/purses:
    • Talking on cell phones is not allowed at the service desk.  The desk is in a “no cell phone zone” so please remember to set a good example for our patrons.
    • If you must make a personal phone call, do so away from the desk. Limit any calls to no more than 2 minutes.
    • No Laptops - School readings, assignments, and general web browsing can take place on the workstations.
    • Book bags/purses -please keep these stored under the desk, hidden from view and out of way of foot traffic and rolling chairs. 
  4. Keep socializing to a minimum.
    • Your friends and classmates visiting the library may stop by to say “hi” when you are working at the Service Desk.  Make sure a quick "how's it going" doesn't turn into a 30 minute visit. Other users don't know that you're just chatting with a friend.  From their perspective it might look like you're assisting another patron so make sure you do not allow your friend to monopolize your time.

 

Approachability and Interest

Library users need to be able to identify you as a person that can provide them with assistance, and they also need to feel comfortable in approaching you for help.  You need to exhibit behaviors that welcome the user and put them at ease.  We want our users to feel as comfortable as possible in a situation that they may perceive as intimidating, risky or overwhelming.

To be approachable, implement the following behaviors:
 

1. Be poised and ready to engage approaching library users.  Stop all other activities when users approach and focus on their needs.

  • You may be working on a project in the stacks, or during your down time while staffing the service desk.  A library user will always take precedence over whatever project you may be working on. The trick is to work on your project, but not become so focused that you become oblivious to people who may need your help.
  • If you happen to be so engrossed in a project that you don't see a user approach immediately, make sure you exhibit some welcoming behaviors like a smile and excuse yourself by saying something like “I’m sorry I didn’t see you there.“  You need to do something to put the user at ease because they probably feel like they are trespassing on your time.  Your time belongs to our users!

2. Establish initial eye contact with the patron, and acknowledge the presence of patrons through smiling and attentive and welcoming body language.

3. Acknowledge users through the use of a friendly greeting to initiate conversation. Keep an eye out for users who look like they may need assistance but have not yet approached you. A friendly "May I help you with something?" will invite them to seek your assistance.

4. When communicating with a user, use verbal and non-verbal communication to indicate that your focus is on the patron, such as nodding and smiling, or asking clarifying questions as needed.

5. Acknowledge others waiting for service. Lines happen.  Most patrons are willing to be patient and wait as long as they receive some sort of acknowledgement  that you are aware of their presence and will help them as soon as you are able. Make eye contact with others waiting in line, and say "I'll be with you in just a moment".

6. When working at a service desk, you may be on the phone assisting someone when another user approaches the desk.  Make eye contact with the person at the desk and acknowledge their presence to indicate that you will be with them shortly.  Then try to wrap up your conversation on the phone as soon as possible.

7. If the phone rings while you are assisting someone, excuse yourself  so that you can answer the phone. Often phone calls can be quickly resolved and you can get back to the person you are working with on the desk.  If the phone call is more involved, tell the patron on the phone that you are already working with someone and ask for their contact information so that you can get back to them shortly.